IT Help Desk Engineer – LATAM - Colombia Jobs Opening

July 5, 2024

Arrise

IT Help Desk Engineer – LATAM

ARRISE powers Pragmatic Play, a leading supplier of player-favourite content to the i Gaming industry.

We are a software development and services company delivering end-to-end digital solutions. Headquartered in Gibraltar with offices around the world, including Malta, Romania, India, Canada, and Bulgaria, we are a global team of over 4,000 talented individuals with decades of experience across multiple industries and professions. Together, we form a cross-functional powerhouse that is driven to deliver.

This role is with the ARRISE group powering Pragmatic Play.

What you would be doing:

You will be the single point of contact for phone calls and emails from employees within LATAM regarding IT issues and queries. Your day-to-day will involve 1st and 2nd line customer support including troubleshooting of IT-related problems from in-house software to hardware, such as mobile phones, Laptops, PCs, and Printers.

You’ll have ownership of user problems and follow up on the status on behalf of the user and communicate progress in a timely manner. Throughout this, you will maintain a high degree of customer service for all support queries and adhere to all service management principles.

Responsibilities:

Infrastructure support and maintenance — Active Directory, Office 365, Exchange Online, Share Point Online, Intune, local area network
Support of IT purchases and maintain an inventory of IT assets and equipment
Log all requests in Jira
Push all troubleshooters available towards solving successfully and in an ASAP manner all reported issues coming from customers
Maintain a high degree of customer service for all support queries and adhere to all service management principles
Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, Power Point)
Publishing support documentation to assist staff with requests for information & provide staff training if required
Arrange for external technical support where problems cannot be resolved in house

Requirements:

Must be located in Colombia
Fluent in Spanish and English
Proven experience as a Help Desk, System Administrator or similar role
Strong skills with Office 365, AD Users and Computers are mandatory, Power Shell is a plus
Windows, Mac OS, i OS experience
Experience with networks (LAN, WAN), routers & switches
Familiarity with various operating systems and platforms
Excellent communication and collaboration skills
Well-organized and problem-solving ability
Proactivity and ability to work in a fully remote environment
Adaptability and flexibility